ISLAMABAD: Federal Power Minister Sardar Awais Ahmed Khan Leghari on Wednesday warned Pakistan’s power distribution companies (Discos) that negligence in resolving consumer complaints would not be tolerated, as he ordered closer monitoring of customer service performance nationwide.
Leghari’s warning came during a review of the Helpline 118 Customer Care Service, which lets electricity consumers report complaints directly, in seven languages, without going through an intermediary.
Officials told the meeting that roughly 1.64 million complaints were filed through the helpline in August, with 99.18 per cent resolved. But only 94.95 per cent of those were handled within the timeframe set by the National Electric Power Regulatory Authority, or NEPRA, leaving more than five per cent resolved late.
Power outages, line faults and voltage problems made up about 77pc of all complaints, the meeting was told, prompting Leghari to call for faster action on those categories in particular.
The minister directed chief executives (CEOs) of all Discos to keep continuous watch over complaint resolution and to discipline employees who miss deadlines. The Quetta Electric Supply Company’s chief executive said the utility had already issued show-cause notices to 38 sub-divisional officers over delays.
